leBecause the process is intended to be repeatable, it is only natural that a cycle is associated with the implementation of CRM. This cycle consists of an assessment phase, a planning phase, and an execution phase. In this cycle, assessment is made up of the knowledge acquisition portions of the process, planning comprises the creative part of the marketing process, while the execution phase maps to the customer interaction elements. 2.3.3.2 ExecuteThe execution phase of the cycle is where an organization puts all this knowledge to work, using all of the customer touch points available. Effective customer interaction, which has two dimensions, is the key here. The first dimension is the execution and management of marketing campaigns and customer treatment strategies through these interaction touch points. Customer touch points using TapNet and all the broadband capabilities (communication, multimedia, etc.) expand and conclude here.2.3.3.3 Customer Relationship Management SummaryBusinesses are reducing staff and at the same time searching for ways to arm employees with information to make better decisions and innovate.The concept of “Customer Relationship Management” as a strategy reflects the business processes and technology enablers that can be combined to optimize revenue, profitability, and customer loyalty.By implementing a CRM strategy, an organization can improve the business processes and technology solutions around selling, marketing and servicing functions across all customer touch-points (for example, Web, e-mail, phone, fax, in-person, and the touch points enabled by TapNet. CRM applications address the following business functions: Sales Automation Marketing Automation Customer Service and Support Channel Management/partner Relationship Management Internal HelpdeskThe rapid acceptance and integration of the Internet has caused the most significant change in CRM applicat...
